Coffee Store Chain

Exelysis provides a solution for a large coffee store chain with more than 200 stores.

The main need covered was routing the customer’s call for delivery orders, to the closest local store, while maintaining a minimally staffed call center for manual routing of new or unidentified calls.

Starting from this need, a sophisticated implementation has taken place, consisting of the following features:

  • Integration with a GIS based CRM to determine the local store for each customer
  • Call center functionality for a 200 stores network, with each store operating as an inbound call servicing agent
  • Fully redundant implementation with Active-Active configuration
  • Disaster Recovery implementation in Data Center infrastructure
  • Overflow call routing
  • Customized statistics
  • Real-time Monitoring Large Screen for better call management
  • Ability for POS integration

Exelysis
UCS

Exelysis Unified Communication Solution covers essential telecom needs

Exelysis
Recording Platform

An integrated call logging and recording platform

Case Study

Coffee Store Chain

The Customer is a large snack meal and coffee delivery company in Athens, Greece. It started as a small sandwich outlet in 1972 and today it operates more than 200 stores in 4 countries, serving more than 200,000 customers daily.

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